SUMMARY

• Possess 20 years of IT experience, knowledge and skills. Strongly skilled and dedicated ITIL Professional with a superior work ethic and client satisfaction record.
• Deeply knowledgeable in all aspects of ITIL and ITSM management.
• Adept multitasker able to bring a high number of simultaneous projects to completion with accuracy and professionalism. Bi - lingual, energetic and analytical planner.
• 20 Years of experience in service desk support, management and services
• Proven track record as the service desk manager and support on meeting contractual SLAs in incidents, requests and service desk KPI’s
• Proficient in ITIL V2 and V3 processes, and ITSM life cycles, framework and principles: Incident, problem, change, service requests management
• Experience in applications/software’s implementation and configuration in large organizations
• Proficient in creating reports and data management for service level agreements and problem management
• Proven track record in process development: created the problem management process, updated policy, and continually propose changes to improve the process
• Extensive skills in service desk and desktop daily operations: 15+ years working in service operations
• Expert in data mining, data migration and statistical data analysis using various software’s and applications: SQL, ServiceNow (Eureka, Calgary & Aspen), Advanced Excel, Crystal Reports, and Oracle
• Proficient with all Microsoft Suite: Project, Excel, Word, Access, Visio, PPT, SQL and Outlook
• Ability to apply any techniques and tools to plan and manage IT projects and different testing methodologies
• Highly-developed interpersonal, written and verbal communicational skills

PROFESSIONAL EXPERIENCE

Confidential, Austin, TX

Problem Manager

Responsibilities:

• Create and manage the existing Problem Management Process for the TxDOT account
• Plan and coordinate all activities required to perform, monitor, resolve and report on the problem management process
• Responsible for Continual Service Improvement in regards to process and operation: propose new or changes of existing processes to increase service delivery quality
• Coordinate meetings between SDT’s and stakeholders for RCA management and acceptance
• Continuously liaison with the clients representative and internal team to ensure preventative measures are implemented to avoid issues reoccurrence
• Liaise with TxDOT point of contacts, Confidential project team & executives to ensure effective communication and alignment all through the account life
• Prioritize and schedule process related tasks to meet deadlines while adhering to the contract
• Monitor contractual RCAs to ensure they meet the contractual SLAs
• Work on creating RCA’s workflows to improve service delivery
• A standing member of Major Incident Management Team
• Highlight daily oversight to managers in daily ops meetings
• Proven track record in ticket resolution, continuously assist in resolving issues during P1’s to enhance efficiency in reducing end user impact
• Work to resolve business issues and complaints in accordance with appropriate professional standards

Confidential

Request Fulfillment Manager

Responsibilities:

• Managed all hardware and software MACD’s SLAs
• Identified, managed and reported potential MACD’s SLA breaches
• Managed MACD SLAs across the Service Delivery Teams
• Monitored life cycle management of hardware assets which are related to MACDs
• Coordinated with IT service management teams to ensure that SLA are continuously met and breached SLA’s get exceptions
• Escalated issues accordingly to minimize service delivery interruptions
• Wrote SQL queries, stored procedures for data mining in ServiceNow using Crystal Reports to run daily SLA reports and to monitored request fulfillment tickets life cycle
• Attended and presented meetings in relation to Request Fulfillments Process improvements
• Managed and coordinated TxDOT RFCs in the Shared DCS CAB: proposed IT processes changes, report on completion rate, success rate, process failures, and resources required.
• Managed and coordinated tasks among TxDOT and Confidential CAB, IT resources, management, and clients stakeholders to ensure communication and mutual understanding of all business units
• Collaborated with service delivery team managers regarding change management and championed processes and procedure compliance
• Utilized Service Now Change Management module to support change functions
• Conducted weekly meetings facilitating discussions and evaluation of proposed changes
• Continuously collaborated with different project contacts as needed throughout the project

Confidential

Service Desk Manager

Responsibilities:

• Managed a team of 15 service desk analysts
• Achieved the highest 7% surplus of ticket closure since the beginning of the account
• Facilitated effective ticket management by assigning Service desk agents work according to their skills
• Responsible for service delivery on the Service Desk and ensuring all performance targets and KPIs are met
• Managed, trained and developed Service Desk Analyst skills and capability to increase the level of first call resolution, including end user self-service solutions
• Responsible for planning and implementation of service operations backlog process
• Trained and developed training documents for the Service Desk Analysts
• Managed the Service desk to ensure contractual goals/objectives and timelines are met in time
• Prepared presentations for the internal team to track Service Desks performance over time
• Created and maintained record systems and forms for present processes
• Effectively managed a team of 3
• Managed incidents tickets effectively to minimize the impact to TxDOT users.
• Proposed changes to redesign the Incident Management Process to promote process improvement
• Planned and coordinated all activities required to perform, monitor, resolve and report on the incident process
• Effective implementation and adherence to the process of incident management
• Monitored incidents to ensure that server level agreements were respected
• Worked closely with technical teams, management and stakeholders on incident responses, management and process improvement
• Provided service operational guidance on incident management
• Trained and managed the Triage Team in their new roles
• Provided daily oversight to the team

Confidential, Altamonte Springs, FL

Network Administrator III

Responsibilities:

• Managed and maintained the Blackberry Server
• Created, removed and maintained user account information including rights, security and system groups
• Performed server maintenance, programming, backup and monitoring
• Monitored the performance of the network, blades, servers and virtual servers
• Managed the company’s Cisco VOIP system

Confidential

Incident Coordinator / Senior Help Desk Agent

Responsibilities:

• Interacted with the IT staff and business partners to efficiently resolve incidents tickets
• Evaluated incidents to ensure Help Desk is assigning based on approved criteria
• Determined correct support groups for incidents requiring Level II support
• Monitored the SLA on priority 1 and priority 2 tickets
• Developed metrics reports based on predetermined key performance indicators
• Ran Adhoc reports as needed by the management
• Routed incidents to designated problem staff when root cause is needed
• Participated in the Change Advisory Board
• Maintained the On Call roster for 24x7 coverage during holidays and weekends
• Proposed and presented service improvements

Confidential, Orlando, FL

Help Desk Coordinator III

Responsibilities:

• Provided first-call resolution for all end users by both phone & email (for desktop hardware, software, LAN, WAN, E-mail, Intranet/Internet, Blackberry and admin. computing related requests)
• Provided appropriate and timely front line technical support to clients
• Troubleshoot and resolvednetwork related issues
• Logged, diagnosed, resolved or escalated issues to appropriate channels using Altiris ticketing system; provided coordinated resolution efforts by email, telephone, and remote desktop support.
• Created, modified, and deleted users in Active Directory, UNIX and OnQ (PeopleSoft)
• Supported sales personnel with various issues from application support to hardware support
• Managed and maintained the Blackberry Enterprise Server
• Created, removed and maintained user account information including rights, security and system groups.

Confidential, Orlando, FL

Software Systems Technician

Responsibilities:

• Third level support for resolution of desktop / workgroup / domain-related problems
• Troubleshoot research, diagnose, document and resolved technical issues surrounding the corporate and field computers and printers.
• Implemented software and infrastructure strategies that satisfied customer and Fairfield requirements.
• Responsible for supporting and troubleshooting Wyndham Applications and knowing when to combine efforts with the developers in solving application issues. Initial audit of reported event to determine incident attributes (priority, impact)
• Provided input in the form of reports to Service Level Review when requested

Confidential

Application Support Technician II

Responsibilities:

• Initial audit of reported event to determine incident attributes (priority, impact)
• Customer contact for clarification of event or situation being reported
• Created and generated incident metric reports indicating trouble applications and hardware
• Level II resolution or transferred to Contract Management for vendors
• Provided input in the form of reports to Service Level Review when requested
• Served as the initial or second level point of contact for resolution of desktop / workgroup-related problems in a 10000+ user environment
• Troubleshoot, researched, diagnosed, documented and resolved technical issues surrounding Windows XP, MS
• Office, e-mail, Internet connections hardware / peripherals and other various software
• Assisted in various IT / ASG projects / Implementations

Confidential

Network Support Analyst

Responsibilities:

• Third level support for resolution of desktop / workgroup / domain-related problems
• Implemented software and infrastructure strategies that satisfied customer and Fairfield requirements.
• Maintained and monitored the backups on all corporate and field servers.

Confidential

Technical Support Analyst

Responsibilities:

• Set up workstations and laptops for new employees; configured systems, ensured network connectivity, installed and tested hardware and software.
• Assured all servers were backed up on a daily basis
• Rotated On-call support duties for all night and weekend support
• First level support for all IT problems, including CRS / VMS support